Welcome to the age of FOMU - the true state of AI and the Customer Experience
As we wrap up the first half of 2026, hopefully everyone can take a collective deep breath this summer and reflect on how much has changed in a year.
We are now definitely in the AI FOMU – Fear Of Messing Up – stage. Although organizations are facing tremendous pressure to deliver returns from AI, they’re also being told the period of “try everything” experimentation is over; don’t mess up.
Valoir surveyed more than 150 contact center and customer service managers across North America this Spring, and conducted in-depth interviews with more than 20 service leaders around the world to validate the data.
What we found is that AI adoption in Customer Experience (CX) is accelerating, the data infrastructure underneath it isn’t ready, and the humans trying to execute on AI and customer service work are often caught in the middle.
Everyone is doing something, but almost-no one is truly...
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